Marketing
14th Edition
ISBN: 9781259924040
Author: Roger A. Kerin, Steven W. Hartley
Publisher: McGraw-Hill Education
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Question
Chapter 12.2, Problem 12.2LR
Summary Introduction
To determine: The things that the company relies on for elimination of service inconsistencies.
Introduction:
Service is considered to be an invisible activity or advantage that a company provides services to satisfy customers’ needs by paying money or something that creates value.
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To eliminate service inconsistencies, companies rely on __________ and________________
Service processes exist in terms of ________ systems.
12
An electronics company conducted a study of clients’ technology use about five years ago. They plan to use this internal secondary data to market their new computer and cell phone technical service. This idea is _____.
wise since they already have the information on hand
unwise since respondents’ views on technology have probably changed
unwise since they have no track record with technology service
wise since the clients are already familiar with the company
Chapter 12 Solutions
Marketing
Ch. 12.1 - Prob. 12.1LOCh. 12.2 - Prob. 12.2LOCh. 12.2 - Prob. 12.1LRCh. 12.2 - Prob. 12.2LRCh. 12.2 - Prob. 12.3LRCh. 12.3 - Prob. 12.3LOCh. 12.4 - Prob. 12.4LOCh. 12.4 - Prob. 12.4LRCh. 12.4 - Prob. 12.5LRCh. 12.5 - Prob. 12.5LO
Ch. 12.6 - Prob. 12.6LOCh. 12.6 - Prob. 12.6LRCh. 12.6 - Prob. 12.7LRCh. 12.6 - Prob. 12.8LRCh. 12 - Prob. 1AMKCh. 12 - Idle production capacity may be related to...Ch. 12 - Prob. 3AMKCh. 12 - Prob. 4AMKCh. 12 - Prob. 5AMKCh. 12 - Prob. 6AMKCh. 12 - Prob. 7AMKCh. 12 - Prob. 8AMKCh. 12 - Prob. 9AMKCh. 12 - Prob. 10AMKCh. 12 - Prob. 1BYMPCh. 12 - Prob. 2BYMPCh. 12 - Prob. 3BYMPCh. 12 - Prob. 1VCCh. 12 - Prob. 2VCCh. 12 - Prob. 3VCCh. 12 - Prob. 4VCCh. 12 - Prob. 5VC
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- 18 Partial online offers refer to services that cannot be completed without at least one offline step. Select one: a. True b. Falsearrow_forwardRisks caused by natural or manmade disasters, and therefore impossible to reliably predict, are called______________ .arrow_forwardExplore the ethical and privacy challenges associated with CRM systems, especially in the collection and use of customer data. How can organizations ensure compliance with data protection regulations while utilizing CRM?arrow_forward
- Explain the concept of "data warehousing as a service" (DWaaS). What are the benefits and considerations of using DWaaS for data storage and analysis?arrow_forward20) Multichannel e-government service delivery often surpluses user orientation. Select one: a. False b. Truearrow_forwardExchanging data with internal corporate systems cannot be done through mobile digital devices * O True O Falsearrow_forward
- An example of a specified services business is: Accounting Architecture Engineering Rental Business All of the above. None of the abovearrow_forward(9) The relationship between service organization and customer in the service encounter triad involves all the following except: Customer Empowerment Control systems Training (10) Which of the following is not true about services? Services involve organizations Services facilitate the making and moving of goods Services add value to entire organization activities All services require extensive capital to startarrow_forwardWhich of the following is not a characteristic of services? a. Intangible b. Inseparable c. Perishable d. Variable e. Tangiblearrow_forward
- five general risks involved in the revenue cycle of any business information processing system?arrow_forwardUsers and management are provided with the confidence that the desired level of service will be provided thanks to techniques that are part of IT Service Management. This is considered to be of the utmost importance. Describe the primary pillars that support the delivery of IT services and the effect that these pillars have on organizations.arrow_forwardThe model for a _____ resembles the hierarchical model in many respects.arrow_forward
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